Deputy Manager, Training & Quality

Job Title:

Job Description

Drive quality excellence across sales-focused LOB operations, ensuring superior customer experience, compliance, and revenue optimization. The role partners closely with sales, operations, and clients to improve conversion, reduce leakage, and enhance overall performance.

Key Responsibilities

1. Quality & Sales Performance Management

• Define and implement quality frameworks aligned to sales KPIs (conversion rate, AOV, revenue per call).
• Monitor and evaluate sales interactions to ensure effective pitch, objection handling, and closure techniques.
• Identify revenue leakage areas and drive corrective actions.

2. Analytics & Insights

• Analyze QA data to uncover trends impacting sales performance and customer experience.
• Provide actionable insights to improve conversion, cross-sell, and upsell effectiveness.
• Build dashboards and reports for leadership and clients.

3. Coaching & Capability Building

• Partner with training teams to design targeted coaching interventions for sales agents.
• Conduct calibration sessions and feedback loops to improve agent effectiveness.
• Enable teams with best-in-class sales practices and scripts.

4. Client & Stakeholder Management

• Act as a quality SPOC for clients, presenting performance insights and improvement plans.
• Align quality metrics with client expectations and contractual KPIs.
• Drive governance through regular reviews and business updates.

5. Compliance

• Ensure adherence to regulatory and compliance requirements (especially in BFSI/regulated sales).
• Standardize processes to improve consistency, accuracy, and quality of sales interactions.

6. Team Leadership

• Manage QA teams, ensuring productivity, accuracy, and development.
• Foster a culture of quality, accountability, and performance excellence.

Key Metrics / KPIs

• Sales conversion rate
• Revenue per interaction
• Quality audit scores
• Compliance adherence
• Reduction in errors and revenue leakage

Qualifications & Skills

• Graduate
• Min 4 years of experience in Training/Quality within sales/contact centre environment
• Strong understanding of sales processes, call auditing, and coaching methodologies
• Expertise in data analytics, reporting
• Excellent client communication and stakeholder management skills

Preferred Experience:

• Exposure to BFSI, telecom, or high-volume sales contact centres
• Experience in domestic voice processes - Mandatory

Disclaimer:-

Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

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